what does it take to engage employees and customers?
DESCRIPTION
A discussion of 1) how the nature of work is changing due to massive technology change; 2) why employee and customer engagement needs to be a key strategy in leveraging this technology change; and 3) why organizations need to take seriously the work assumptions of the Facebook generation and radically more demanding expectations of customers.TRANSCRIPT
![Page 1: What does it take to engage employees and customers?](https://reader033.vdocument.in/reader033/viewer/2022051816/545b7e9bb1af9f33608b5da3/html5/thumbnails/1.jpg)
#AIIM12
I’m working in a “Starbucks” with my PC, my Android tablet, and my iPhone…Now what?
![Page 2: What does it take to engage employees and customers?](https://reader033.vdocument.in/reader033/viewer/2022051816/545b7e9bb1af9f33608b5da3/html5/thumbnails/2.jpg)
Era
Years
Typical thing
managed
Best known company
Content mgmt focus
Mainframe
1960-‐1975
A batch trans
IBM
Microfilm
Mini
1975-‐1992
A dept process
Digital Equipment
Image Mgmt
PC
1992-‐2001
A document
MicrosoT
Document Mgmt
Internet
2001-‐2009
A web page
Content Mgmt
Social and Cloud
2010-‐2015
An interacVon
Social Business Systems
Systems of Record
Systems of Engagement
![Page 3: What does it take to engage employees and customers?](https://reader033.vdocument.in/reader033/viewer/2022051816/545b7e9bb1af9f33608b5da3/html5/thumbnails/3.jpg)
#AIIM12
1-‐What kinds of radical changes are being driven by technology?
![Page 4: What does it take to engage employees and customers?](https://reader033.vdocument.in/reader033/viewer/2022051816/545b7e9bb1af9f33608b5da3/html5/thumbnails/4.jpg)
#AIIM12
2-‐My belief: Employee and Customer Engagement are key to leveraging technology.
![Page 5: What does it take to engage employees and customers?](https://reader033.vdocument.in/reader033/viewer/2022051816/545b7e9bb1af9f33608b5da3/html5/thumbnails/5.jpg)
#AIIM12
3-‐How do we need to change how we think about employee and customer engagement?
![Page 6: What does it take to engage employees and customers?](https://reader033.vdocument.in/reader033/viewer/2022051816/545b7e9bb1af9f33608b5da3/html5/thumbnails/6.jpg)
#AIIM12
![Page 7: What does it take to engage employees and customers?](https://reader033.vdocument.in/reader033/viewer/2022051816/545b7e9bb1af9f33608b5da3/html5/thumbnails/7.jpg)
#AIIM12
![Page 8: What does it take to engage employees and customers?](https://reader033.vdocument.in/reader033/viewer/2022051816/545b7e9bb1af9f33608b5da3/html5/thumbnails/8.jpg)
#AIIM12
The Chessboard Fable
![Page 9: What does it take to engage employees and customers?](https://reader033.vdocument.in/reader033/viewer/2022051816/545b7e9bb1af9f33608b5da3/html5/thumbnails/9.jpg)
#AIIM12
2-‐My belief: Employee and Customer Engagement are key to leveraging technology.
![Page 10: What does it take to engage employees and customers?](https://reader033.vdocument.in/reader033/viewer/2022051816/545b7e9bb1af9f33608b5da3/html5/thumbnails/10.jpg)
#AIIM12
![Page 11: What does it take to engage employees and customers?](https://reader033.vdocument.in/reader033/viewer/2022051816/545b7e9bb1af9f33608b5da3/html5/thumbnails/11.jpg)
#AIIM12
1. I know what is expected of me at work. 2. I have the materials and equipment I need to do my work right. 3. At work, I have the opportunity to do what I do best every day. 4. In the last seven days, I have received recogniVon or praise for doing
good work. 5. My supervisor, or someone at work, seems to care about me as a person. 6. There is someone at work who encourages my development. 7. At work, my opinions seem to count. 8. The mission or purpose of my organizaVon makes me feel my job is
important. 9. My associates or fellow employees are commiaed to doing quality work. 10. I have a best friend at work. 11. In the last six months, someone at work has talked to me about my
progress. 12. This last year, I have had opportuniVes at work to learn and grow.
Source: Gallup
![Page 12: What does it take to engage employees and customers?](https://reader033.vdocument.in/reader033/viewer/2022051816/545b7e9bb1af9f33608b5da3/html5/thumbnails/12.jpg)
#AIIM12
Engaged Not engaged
AcVvely disengaged
Source: Gallup
AVG 33% 49% 18%
![Page 13: What does it take to engage employees and customers?](https://reader033.vdocument.in/reader033/viewer/2022051816/545b7e9bb1af9f33608b5da3/html5/thumbnails/13.jpg)
#AIIM12
Engaged Not engaged
AcVvely disengaged
Source: Gallup
AVG 33% 49% 18%
TOP 67% 26% 7%
![Page 14: What does it take to engage employees and customers?](https://reader033.vdocument.in/reader033/viewer/2022051816/545b7e9bb1af9f33608b5da3/html5/thumbnails/14.jpg)
#AIIM12
$370 billion lost The cost of acVvely disengaged employees in lost producVvity (Gallup)
![Page 15: What does it take to engage employees and customers?](https://reader033.vdocument.in/reader033/viewer/2022051816/545b7e9bb1af9f33608b5da3/html5/thumbnails/15.jpg)
#AIIM12
74%
"At work, we give our customers new ideas"
13%
![Page 16: What does it take to engage employees and customers?](https://reader033.vdocument.in/reader033/viewer/2022051816/545b7e9bb1af9f33608b5da3/html5/thumbnails/16.jpg)
#AIIM12
Source: Gallup
eight emoVonal aaachment quesVons and three raVonal loyalty quesVons make up their Customer
Engagement Index
![Page 17: What does it take to engage employees and customers?](https://reader033.vdocument.in/reader033/viewer/2022051816/545b7e9bb1af9f33608b5da3/html5/thumbnails/17.jpg)
#AIIM12
23% premium For engaged companies in terms of share of wallet, profitability and revenue rom engaged customers (Gallup)
OrganizaVons that have opVmized customer engagement outperform their compeVtors by 26% in gross margin and 85% in sales growth.
![Page 18: What does it take to engage employees and customers?](https://reader033.vdocument.in/reader033/viewer/2022051816/545b7e9bb1af9f33608b5da3/html5/thumbnails/18.jpg)
#AIIM12
3-‐How do we need to change how we think about employee and customer engagement?
![Page 19: What does it take to engage employees and customers?](https://reader033.vdocument.in/reader033/viewer/2022051816/545b7e9bb1af9f33608b5da3/html5/thumbnails/19.jpg)
#AIIM12
The changing nature of employee engagement…
![Page 20: What does it take to engage employees and customers?](https://reader033.vdocument.in/reader033/viewer/2022051816/545b7e9bb1af9f33608b5da3/html5/thumbnails/20.jpg)
#AIIM12
Per 1,400 working young professionals…
![Page 21: What does it take to engage employees and customers?](https://reader033.vdocument.in/reader033/viewer/2022051816/545b7e9bb1af9f33608b5da3/html5/thumbnails/21.jpg)
#AIIM12
45% would accept a lower paying job with more flexibility rather than a higher-‐paying job with less (Cisco)
![Page 22: What does it take to engage employees and customers?](https://reader033.vdocument.in/reader033/viewer/2022051816/545b7e9bb1af9f33608b5da3/html5/thumbnails/22.jpg)
#AIIM12 30% feel that the ability to work remotely with a
flexible schedule is a "right.” (Cisco)
![Page 23: What does it take to engage employees and customers?](https://reader033.vdocument.in/reader033/viewer/2022051816/545b7e9bb1af9f33608b5da3/html5/thumbnails/23.jpg)
#AIIM12
77% Have mulVple compuVng devices; 33% use at least 3 for work (Cisco)
![Page 24: What does it take to engage employees and customers?](https://reader033.vdocument.in/reader033/viewer/2022051816/545b7e9bb1af9f33608b5da3/html5/thumbnails/24.jpg)
#AIIM12
68% believe that company-‐issued devices should be available for both work and play (Cisco)
![Page 25: What does it take to engage employees and customers?](https://reader033.vdocument.in/reader033/viewer/2022051816/545b7e9bb1af9f33608b5da3/html5/thumbnails/25.jpg)
#AIIM12
73% access Facebook at least once per day (Cisco)
![Page 26: What does it take to engage employees and customers?](https://reader033.vdocument.in/reader033/viewer/2022051816/545b7e9bb1af9f33608b5da3/html5/thumbnails/26.jpg)
#AIIM12
15% had their mobile phone, laptop or other device stolen in the past 12 months (Cisco)
![Page 27: What does it take to engage employees and customers?](https://reader033.vdocument.in/reader033/viewer/2022051816/545b7e9bb1af9f33608b5da3/html5/thumbnails/27.jpg)
#AIIM12
30% have experienced idenVty theT at least once (Cisco)
![Page 28: What does it take to engage employees and customers?](https://reader033.vdocument.in/reader033/viewer/2022051816/545b7e9bb1af9f33608b5da3/html5/thumbnails/28.jpg)
#AIIM12
52% believe that THEY are not responsible for securing their work devices and data -‐-‐ service providers and IT are (Cisco)
![Page 29: What does it take to engage employees and customers?](https://reader033.vdocument.in/reader033/viewer/2022051816/545b7e9bb1af9f33608b5da3/html5/thumbnails/29.jpg)
#AIIM12
mobile connected flexible aware
Building a Strategy for Engaging Future Employees
![Page 30: What does it take to engage employees and customers?](https://reader033.vdocument.in/reader033/viewer/2022051816/545b7e9bb1af9f33608b5da3/html5/thumbnails/30.jpg)
#AIIM12
The changing nature of customer engagement…
![Page 31: What does it take to engage employees and customers?](https://reader033.vdocument.in/reader033/viewer/2022051816/545b7e9bb1af9f33608b5da3/html5/thumbnails/31.jpg)
#AIIM12
Loss of customer control and loyalty
FragmentaVon User content Social power Low switching costs Siloed systems
![Page 32: What does it take to engage employees and customers?](https://reader033.vdocument.in/reader033/viewer/2022051816/545b7e9bb1af9f33608b5da3/html5/thumbnails/32.jpg)
#AIIM12
Jmancini77 1:40 pm via HootSuite If someone doesn’t contact me today and let me end run your #Satanic call center, I’m blogging tomorrow @xxxxx
Jmancini77 3:40 pm via HootSuite This is Day 87 that I am held hostage by @xxxxx’s ridiculous #mortgage refinance process. Please call.
![Page 33: What does it take to engage employees and customers?](https://reader033.vdocument.in/reader033/viewer/2022051816/545b7e9bb1af9f33608b5da3/html5/thumbnails/33.jpg)
#AIIM12
email service web brand social
Building a Strategy for Engaging Future Customers
![Page 34: What does it take to engage employees and customers?](https://reader033.vdocument.in/reader033/viewer/2022051816/545b7e9bb1af9f33608b5da3/html5/thumbnails/34.jpg)
#AIIM12
70% boost
240% boost
Baseline 70% boost
Source: Gallup
EMPLOYEE ENGAGEMENT
CUSTOMER
ENGA
GEMEN
T
![Page 35: What does it take to engage employees and customers?](https://reader033.vdocument.in/reader033/viewer/2022051816/545b7e9bb1af9f33608b5da3/html5/thumbnails/35.jpg)
#AIIM12
AIIM.org/cerVficaVon
![Page 36: What does it take to engage employees and customers?](https://reader033.vdocument.in/reader033/viewer/2022051816/545b7e9bb1af9f33608b5da3/html5/thumbnails/36.jpg)
#AIIM12
#AIIM12
I’m working in a Starbucks (or wherever) with my PC, my Android tablet, and my iPhone…Now what? John Mancini, AIIM
@jmancini77